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Knowledge Management

For a president whose campaign was buoyed by use of Web 2.0 technologies like YouTube, Twitter, FaceBook and blogging, it should come as no surprise that President Barack Obama has made upgrading the nation's old-fashioned healthcare IT infrastructure a priority... Posted July 03, 2009

Posted July 03, 2009

SwiftKnowledge for ISVs Posted July 01, 2009

New division formed: SDL XySoft Posted July 01, 2009

Native e-discovery management Posted June 24, 2009

Dynadec debuts new platform Posted June 24, 2009

PDF article-retrieval solution Posted June 24, 2009

Teragram analyzes social media Posted June 17, 2009

Pharmaceutical companies are using knowledge management solutions to meet regulatory guidelines, analyze legal bills and track drugs from manufacture to sale... Posted June 01, 2009

Financial institutions, healthcare insurance companies and government institutions all have been victims of fraud. Eventually, consumers pay the costs of fraud. The good news about fraud is that about $10 is recovered for each dollar spent fighting it... Posted June 01, 2009

On the most basic level, we need to take a step back and focus on the fundamental question: Why was the Department of Homeland Security created? It was not created merely to bring together different agencies under a single tent. It was created to enable these agencies to secure the homeland through joint, coordinated action. Our challenge is to realize that goal to the greatest extent possible. —Former Homeland Security Secretary Michael Chertoff to the Senate Subcommittee on Homeland Security, April 20, 2005... Posted June 01, 2009

Social networking software gives users the ability to create individual profiles that foster interaction among people based on their interests, expertise or work activities. First made available on consumer-oriented sites such as Facebook, social networking is beginning to find a solid niche in the business world... Posted June 01, 2009

How many times have you searched the Web and received a laundry list of 34,000 hits? Have you ever looked beyond the first page or two of search results? Probably not. Much like a search on the public Web, sifting through the vast amounts of unstructured data in your enterprise content management (ECM) system can be an overwhelming and fruitless process.
Most company data is unstructured, and much of it often resides in enterprise content management systems. If it is leveraged properly, this valuable information can help your company improve customer satisfaction, gain competitive advantage, make better decisions and improve the overall productivity of knowledge and other workers. But the sheer volume of data housed in these repositories can render the information useless if your company doesn't have the tools to not only access this information, but also to analyze and extract relevant information...
Posted June 01, 2009

In general, text analysis refers to the process of extracting interesting and non-trivial information and knowledge from unstructured text. Text analysis differs from traditional search in that, whereas search requires a user to know what he or she is looking for, text analysis attempts to discover information in a pattern that is not known beforehand (through the use of advanced techniques such as pattern recognition, natural language processing, machine learning and so on). By focusing on patterns and characteristics, text analysis can produce better search results and deeper data analysis, thereby providing quick retrieval of information that otherwise would remain hidden.
Text analysis is particularly interesting in areas where users must discover new information, such as in criminal investigations, legal discovery and when performing due-diligence investigations. Such investigations require 100% recall; i.e., users cannot afford to miss any relevant information....
Posted June 01, 2009

Scads of words have been written about "enterprise search," "knowledge management," "information access," etc. In fact, I am responsible for a scad or two myself.And, of course, it makes sense: When 90% of the information your company possesses is in the form of unstructured text files and email, plus more-or-less formal formats (contracts, PowerPoints, legal documents and marketing material, etc.), it's painfully obvious that tools to access that content will emerge as key components of the knowledge-worker toolset.
But what HASN'T been covered quite as well are the text-mining and analytic tools that exist to find content—and the many relationships between content objects—that are not yet part of the average, daily knowledge worker's regimen.The way it's often been put is this:SEARCH is useful when you know basically what it is you're looking for. A specific email... a contract for a specific deal...
Posted June 01, 2009

Integration into iManage WorkSite Posted May 28, 2009

Introduces three new modules Posted May 27, 2009

OrgPublisher for PeopleSoft HCM Posted May 27, 2009

Vignette is Open Text's latest Posted May 11, 2009

Greater scalability, security, usability Posted May 11, 2009

Ingeniux introduces Cartella Posted May 04, 2009

Enterprises are drowning in unstructured information, and search can help employees get the specific facts they need to do their job, wasting less time hunting for information and resolving problems that have already been solved. IDC estimates... Posted May 04, 2009

Through their research and teaching activities, academic institutes are at the forefront of knowledge creation and dissemination. Nevertheless, they have not necessarily been early adopters of knowledge management solutions. In order to manage a rapidly expanding base of knowledge and work more efficiently, however, professors are turning to software solutions to help organize and present information... Posted May 01, 2009

Posted May 01, 2009

Many state governments have 40 different learning management systems in place, with individual maintenance contracts on each, and they're not able to share content... Posted May 01, 2009

When it comes to data sharing by law enforcement agencies, the primary obstacles are not usually technological, but territorial. Agencies understandably want to retain authority over areas, both geographical and functional, for which they are held responsible. Still, at a time when resources are scarce and demands are many, more law enforcement organizations are participating in data sharing systems, and have reaped significant benefits... Posted May 01, 2009

Attensity forms new group Posted April 20, 2009

Enhance digital asset management Posted April 20, 2009

SpringCM Sharepoint Cloud Connectors Posted April 15, 2009

Day unleashes CQ 5.2 Posted April 15, 2009

Inmagic releases Genie 3.3 Posted April 15, 2009

DocuLex's Archive Studio Posted April 08, 2009

Adds DAM to ECM suite Posted April 08, 2009

DocuShare takes more big steps Posted April 06, 2009

Partners with Bell Mobility Posted April 06, 2009

Given the harsh economy, service organizations face enormous pressure to provide exceptional customer service at lower cost. Organizations are struggling to deliver interactions that drive customer satisfaction and retention with fewer resources and dollars. Knowledge management (KM) has repeatedly proven its ability to simultaneously improve service quality and reduce costs... Posted April 01, 2009

Customer care contact centers and IT departments in large and small enterprises across the world are being asked to tighten their budgets—without sacrificing customer service or business productivity. We've all been there: Struggling to find a way to get more out of our contact center and help desk agents; looking for new ways to get calls out of queues; and begging other departments to pitch in... Posted April 01, 2009

Customer service has emerged as one of the few remaining differentiators that businesses can sustain over time. Companies that are winning in this environment provide "stand-out" customer service by using knowledge to empower contact center agents and drive self-service interactions. In delivering KM solutions to world-class contact centers and self-service operations for more than 15 years... Posted April 01, 2009

According to the Service and Support Professional Association (SSPA), 80% of the time and costs for service support lies in problem resolution. Problem resolution management still remains an art, and the task is becoming increasingly difficult because products are becoming more complex, the range of product to support is becoming wider and there is a high staff turnover... Posted April 01, 2009

The role of customer service in an organization has probably never been more difficult—or more critical to an organization's survival. In recent months, most customer service organizations have seen operational budgets cut in the neighborhood of 20%. In addition, the customer is getting more dynamic and challenging to serve, with internal reorganizations, bankruptcies and mergers all taking place... Posted April 01, 2009

I am always a little dubious when marketers update the way in which we refer to time-honored traditions. A recent case in point would be how "search" has become "information access." Why is that an improvement? Another one that MIGHT fit the category would be "customer experience" as a euphemism for customer service. Except that I think it is not. Here's the thinking: "Customer relationship management" implies... Posted April 01, 2009

Posted April 01, 2009

Posted April 01, 2009
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